AccountId: 011433970860
ContactId: 2f9ebc01-22b8-412a-bbfe-3c9c72dee74a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88819 ms
Total Talk Time (AGENT): 30051 ms
Total Talk Time (CUSTOMER): 57959 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/2f9ebc01-22b8-412a-bbfe-3c9c72dee74a_20250429T22:22_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Oh, can you hear me?
[CUSTOMER][NEUTRAL] Yes I can hear you. I just wanted to make sure this is this wasn't an AI, so this is a legitimate company then?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, this is American Public Life that is completely valid.
[CUSTOMER][NEGATIVE] OK, well, you, uh, I'm just gonna let y'all know that scammers, I'm like I'm like a YouTube scam baiter like I take scam calls all day and waste their time. Your number is being used for the scamming purposes, so I don't know if you guys need to, yes, it's being used for the the scamming purposes so I don't know if you guys need to, you know, revamp your.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, what number did you call? What number was it? Was it, uh, the [PII]?
[CUSTOMER][NEUTRAL] No, I'm, I'm calling you from and your number appears to me is [PII].
[AGENT][POSITIVE] Mm, OK, I think that might be my direct one. OK, well I appreciate you letting me know. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, no problem, just, uh, if anyone comes and like any customers are questioning about their accounts and asking for their personal information on the line, I if there's somebody else on the line then don't, don't give it because that's a scammer stealing the customer's information.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Definitely, well thank you I really appreciate it.
[CUSTOMER][POSITIVE] Yeah all right thank you so.
[CUSTOMER][POSITIVE] Yeah you have a great day bye.
[AGENT][POSITIVE] Alright you too thanks bye bye.